Contact Center Metrics: What Metrics Matter and Why
Access to course for 30 days.
OnDemand All-Access Pass
Access all virtual courses for 1 year.
Go deep into the study of metrics and discover how to begin determining what data your call center should be collecting and how this information can make or break your ability to positively impact performance.
Contact centers are saturated in data, but are you measuring what matters? Through ICMI’s Contact Center Metrics: What Metrics Matter and Why virtual classroom course, you’ll get a handle on what key performance indicators (KPIs) are and which ones matter most when it comes to meeting your call center’s strategic goals.
By labeling certain metrics as key performance indicators (KPIs), organizations can better identify what is important and clearly communicate what their team should work on. We’ll help clarify the terminology associated with metrics and apply them step-by-step to various real world measurement objectives relevant to most call centers.
This course covers the five categories of KPIs and reviews with a critical eye the most common KPIs and the advantages and disadvantages of each. Most importantly, you’ll discover which KPIs you should measure, even if you measure nothing else. In addition, ICMI will reveal common pitfalls to avoid and help you zero in on the most critical improvement objectives related to your mission.
What you will learn:
- KPIs: what are they and why every call center should have them
- Decoding the terminology of metrics—understanding the basics
- Real-world measurements and objectives for: accessibility, quality, efficiency, cost performance and strategic impact
- A review of the four levels of training evaluation
- ICMI’s biggest pitfalls to avoid
- The “must measure” list for every call center
- Printable slide presentation
- Industry articles
- Establishing and Meeting Call Center Performance Objectives
- Forecasting Accuracy: The Most Important Metric You're Not Measuring
- Call Center KPIs: A Look at How Companies Are Measuring Performance
- Control Chart Handout
- Service Level Calculations
Pricing & Course Length
Pricing for this 2-hour virtual classroom course is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Contact Center Metrics: Building Reports and Communicating their Meaning
Please take a moment to read the cancellation policy.
Module 1 KPIs - What are They and Why do You Need Them?
- Definitions, Calculation, Data Source, Value
Module 2 Service Level by Day vs. by Interval
- Service level by day vs. by interval
Module 3 Quality Metrics
- Using quality data for trending
- How to measure first contact resolution
Module 4 Efficiency Metrics
- How accurate should your forecast be?
- What does occupancy really mean?
- How to handle average handling time
Module 5 Cost Performance Metrics
- Can a rising cost per call be a good thing?
Module 6 How to Calculate Turnover in a Meaningful Way
- How to calculate turnover in a meaningful way
- How to demonstrate the strategic value of your center